How it works
Freshdesk integration is used to automatically open On this page |
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📋 What’s about
Freshdesk integration automatically opens a ticket for every call depending on the conditions (Queue, Call status or Outbound) set in the trigger. The ticket will be populated with information about the call and displayed for the agent in
the Freshdesk environment.
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Any interaction occurred through this integration can be searched by the Agent from the list by:
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Requirements
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The following are list of things you have to do to make the integration work: |
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Every time there is an outgoing/incoming call, the trigger conditions are checked and |
a Freshdesk ticket is created and assigned to the agent managing the call if the conditions are met. |
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When an agent manages a call, the agent will first be searched in Freshdesk by Email address and then assigned to the ticket only if the agent account is found. Otherwise, |
the ticket will be assigned to the Freshdesk administrator account used in Motion-Freshdesk integration. |
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Any interaction occurred through this integration can be searched by the Agent from the list by:
If all the configurations are properly configured, the Freshdesk ticket will be opened as shown below.
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The Ticket Subject, Description, Fields and Tags can be managed and customized in the CreateaFreshdeskConfiguration section. |
⚙️ Important configuration Hints
To create and assign
tickets to agents properly, you have to make sure:
Agent's Email in the
Freshdesk profile is
the same as Agent's Email in Motion
the Agent is logged in: XCALLY Motion Phonebar, XCALLY Motion web interface and Freshdesk web interface
the Agent ENABLE the browser pop-ups
when he/she receives the first call
💡 The Freshdesk Accounts Section
The Freshdesk Accounts Section is under the Integrations Menu:
Create
a Freshdesk Account
To create a new Freshdesk Account click on
Enter the following details and click on Add Freshdesk Account
Name: name for the integration
Username: same as
Edit
a Freshdesk Account
Find the account from the accounts list and Click on Edit Freshdesk Account.
You will see two tabs: Account and Configurations. In the Accounts tab, you can modify the account parameters and in the Configurations tab, you can create, update or
delete Freshdesk configurations.
Create a Freshdesk Configuration
A
Freshdesk configuration is used to design the content of the
Freshdesk ticket (Subject, Description, Fields and Tags )
created and displayed for the agent managing calls. You can create multiple configurations for a single
Freshdesk Account and use them in different triggers. In this way, you
can use different ticket
layouts for outbound and inbound calls.
To create a new configuration, edit the
Freshdesk account, go under the configurations tab and click on 
Choose a Name, Channel and Type and click on Add
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Configuration changes are automatically applied, without any service restart. |
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You can use Motion Standard Variables or Custom Variables in the configuration. |
Subjects
By default, you will find the following three
fields already configured
the String [XCALLY Ticket]
the Queue Variable
the Caller number Variable
You can add more than one field in the Subject and all fields will be join by the blank space.
Use button to add a new fields. New fields are added at the end of the field list.
You can insert 3 different type of fields:
String: static
Descriptions
You can add more than one
joined by new line.
Use button to add a new
Fields
You can add more than one field.
In the drop-down list you can find the complete list of fields available in your Freshdesk account: Standard and and Custom Ticket fields fields.
Choose the field from the list (Standard or Custom):
and define the the Type:
String: static string (you must insert it)
Variable: a System Variable (choose it from the list: e.g. Queue, uniqueid, calleridnum, etc.)
Custom Variable: one of the dynamic variables (created under Tools > Variables)
Picklist: choose among the list of the integrated Application Fields. You can only select one of the predefined values available for that field (if any).
Tags
You can add multiple Tags.
You can select the tags that you configured in Tools > Tags
Create a Trigger
It is mandatory to create a trigger to make the
Freshdesk integration work. Go to Tools -> Triggers Section and click on New Trigger.
Enter the trigger Name, select Voice Channel and click on Add Trigger.
Edit the trigger to define the trigger's Conditions and Actions.
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Do not forget to set the trigger's status ON. |
Add Trigger Conditions
You can
use properties like Queue, Call status or outbound
to define the conditions you want to trigger the
Freshdesk integration. The conditions show in the following figure means that the integration will be active for Calls in Sales Queue and when the call is answered.
For more information on trigger conditions, take a look at Voice Trigger Conditions.
Add Trigger Action
To execute the
Freshdesk integration when the conditions are met, click on Add Action and select Integrations and Freshdesk. You can then select one of
the Freshdesk account you have created and the configuration you want to use.
